Faith Blount
Livingston,LA
Summary
Accomplished Customer Service Manager with a proven track record at Walmart, enhancing customer satisfaction and streamlining service operations. Expert in CRM and service ticket management, I excel in leadership, fostering customer relationships, and driving team productivity. Demonstrated success in implementing effective strategies to achieve service excellence.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Jm Test Systems - Test Equipment Calibration, Sales And Rental
Baton Rouge, LA
03.2023 - 12.2024
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Processed customer account changes with proprietary software.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Recorded all customer interactions into the database system accurately and completely.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
Customer Service Manager
Walmart
Prairieville, LA
03.2019 - 04.2022
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted research and reviewed findings to solve customer issues.
- Recruited and trained new employees to meet job requirements.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated and authenticated returns, exchanges and voids.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed and implemented strategies for providing excellent customer service experience.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Evaluated employee job performance and motivated staff to improve productivity.
Education
High School Diploma -
Maurepas High School
Maurepas, LA05-2017
Bachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Customer service excellence
- Customer relationship management (CRM)
- Service ticket management
- SLA compliance
- Salesforce
- Ticket management
- Data entry
- Remote support tools
- Multitasking and organization
- Live chat support
- Workflow management
- Team collaboration
- Adaptability and flexibility
- Empathy and patience
Timeline
Customer Support Specialist
Jm Test Systems - Test Equipment Calibration, Sales And Rental
03.2023 - 12.2024
Customer Service Manager
Walmart
03.2019 - 04.2022
High School Diploma -
Maurepas High School
Bachelor of Science - Psychology
Southern New Hampshire University
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